Assessing Customer Satisfaction on Electricity Conventional Billing System in Tanzania The Case of TANESCO Ilala Region

Kiangi, Ludia Stanley (2015) Assessing Customer Satisfaction on Electricity Conventional Billing System in Tanzania The Case of TANESCO Ilala Region. Masters thesis, The Open University Of Tanzania.

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Abstract

This study was about assessing customer satisfaction on electricity conventional billing system in Tanzania the case of TANESCO Ilala region. The study used questionnaire to gather data from 242 respondents whose responses were descriptively analysed with the aid of SPSS. The study found that there were two types of paying electricity bills. Further, the study found that TANESCO workers were the ones who read electric meter. It was also found that in some cases electric meters were not read accurately although most customers were satisfied with meter reading results. Moreover, the study found that most customers were not lower users of electricity. It was also learnt that the services offered by TANESCO were not satisfactory to most customers despite the fact that they paid their bills accordingly. Furthermore, it was found that long distance travel to electric pay stations customers spending a lot of time in paying electric bills were the main challenges of conventional billing system. The study recommends that TANESCO should withdraw from using electricity conventional billing system so that to invest more on prepaid system. In order to maintain accuracy of electric meter reading, both parts TANESCO and customers have to be involved. Moreover, the price of electricity should be reduced especially for domestic users in order to discourage them from using other sources of electricity which are not only harmful to their health but also to national economy. Keywords: Customer satisfaction, Electricity, conventional billing system

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